Performance prism and AHP method: Enhancing stakeholder satisfaction in a private public health clinic

This study aimed to identify the level of importance of satisfaction and contribution to stakeholders in determining strategy, process, and capability performance indicators and to identify key performance indicators (KPI) from stakeholders, including investors, employees, suppliers, and consumers at Sultan Sahid Jaya Inpatient Clinic. The performance measurement used the concept of Performance Prism and Analytic Hierarchy Process, and the data were collected through pairwise comparison questionnaires answered by company owners. The study found 56 KPIs, and investors had the most critical weight among stakeholders, with a weight value of 0.43. The highest weight between perspectives was stakeholder satisfaction, with a weight value of 0.41. The findings suggest that the inpatient clinic should prioritize stakeholder satisfaction and implement strategies, processes, and capabilities according to predetermined performance appraisal procedures. The implication of this study is that it provides valuable insights for improving the clinic's performance and addressing patient complaints regarding the cost and skill level of the employees.